Customer Success and Support Representative

Customers are the heart of any business. How companies treat customers is crucial for the success of the business. Raising tickets for issues and providing resolution on time doesn't always indicate the sign of a successful business. Knowing customers' or clients' goals and potentials and being on clients' side for whatever situations they come across is what is called the sign of actual successful business.

While customer support is key to solving customer problems and producing great experiences, customer success is responsible for empowering customers, keeping them happy through our services, and bringing them back for more.

We are conducting a team that will successfully and dedicatedly perform both functions and make them work together to help the growth of the business and improve customer satisfaction.

Objectives of the Role

• Own overall relationship with clients, which includes managing on-boarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction

• Establish a trusted and strategic advisor relationship to help drive the continued value of our products and services

• Maintain and develop customer success strategies and best practices, as well as customer support content, with the help of the Manager

• Maintain existing customer success metrics and data as directed

• Help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures

Responsibilities

• Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them

• Review the customer journey, identifying how it’s supported, taking a consultative approach in helping clients overcome issues and achieve goals

• Collaborate, problem-solve, and/or strategize upcoming client meetings

• Prepare necessary documentation or visuals for the client to demonstrate the performance of the campaigns

• Interact with customers via telephone, email, and online chat to provide support and information on an assigned service

• Ensure that appropriate actions are taken to resolve customers’ problems and concerns

• Maintain customer accounts and records of customer interactions with details of inquiries, complaints, or comments

• Use knowledge of a specific service, or other assigned area of expertise to answer inquiries or to forward to the appropriate staff

• Inform customers about new features and functionalities

• Follow up with customers to ensure their technical issues are resolved

Required Skills and Qualifications

• 1+ years of experience in customer success, customer support, or similar CS role

• Excellent written English skills

• Understanding of social networks (targeting audience, content creation basics…)

• Strong verbal and written communication skills including active listening

• Service-oriented and able to resolve customer grievances

• Proficient computer skills with the ability to learn new software

• Comfortable working in a deadline-driven environment

• Active team player, self-starter, and multitasker who can quickly adjust priorities

• Account management experience a plus

Benefits

• Competitive salary

• Transparent career path inside the company

• Constant work on your personal improvement by getting to work with Seniors and the Manager

• Friendly and young environment

• Perks: Pizza Day, Fruit Day, Teambuilding